Marshall Piccard

Everybody is there is wonderful and very helpful, they are always on top of things in the service department and the sales people are great. I truly appreciate your kindness and thoroughness, the new faci are always on top of things in the service department and the sales people are great. I truly appreciate your kindness and thoroughness, the new facility looks great. More

by AALLISON.2012 Verified Customer Verified Customer

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The purchasing of the vehicle was ok, did take longer than usual for a simple sale. It was late on a Saturday so certain things didn’t happen and that is expected. One of those things is the Carnet was n than usual for a simple sale. It was late on a Saturday so certain things didn’t happen and that is expected. One of those things is the Carnet was not connected and working. We installed the app at the dealership but it wouldn’t connect to the car. It was 9pm Saturday so we agreed to work on it Monday if it didn’t work by then. Monday came and it still didn’t work. I even paid for additional services on Sunday that didn’t work. Monday when I contacted Marshall about it still not working we tried to troubleshoot the issue over text (many things I did on Sunday too) he then recommended I hit the “i” button in the car. I did that and after multiple attempts the CS agent couldn’t connect to the car. He said he couldn't do anything more and would have to open a ticket. This was on Monday August 12, 2024. The CS agent said it could take 2-10 business days to fix the issue. I relayed this information to Marshall and if I had issues I would let him know. The 10 business days passed without any information from VW. I called VW on Monday August 26th for an update. The CS agent put me on hold multiple times and didn’t seem like there was a ticket. He then said I just opened the ticket on the 21st and not the 12th. I have the texts on the 12th of them opening the ticket. So the long and short is the problem is not fixed and not sure when it will be. First time buying a VW and so far I wouldn’t buy another VW. The technology is not great, my 5 year old Ford has better tech, at least it works. The remote start on the new 2024 VW works 5-10% of the time from the keyfob. And in Texas at 100+ degrees at the moment it would be nice to have a cooled off car. If the carnet worked I could start/check if the remote start worked. The free trials for internet doesn’t work and will expire before using it. So that was a waste. The services I purchased and yet have been able to use is a loss. No reply from my inquiry to the dealership. I give 3 stars as that is an average rating, meaning this place and experience was just average. It really should be lower but I think this experience is typical these days. I wish there was a maybe on recommending the dealership. More

by C Carson Verified Customer Verified Customer

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My overall experience with Clay Cooley Volkswagen has been very poor. It took two weeks to receive my vehicle that was purchased on July 4th, 2024; and even at delivery, promised fixes were still not mad been very poor. It took two weeks to receive my vehicle that was purchased on July 4th, 2024; and even at delivery, promised fixes were still not made and additional, new issues were found all over the vehicle including scratches all around the car and noticeable chips in the windshield. It’s as if someone at the dealership had been recklessly driving the car I purchased for two weeks. The sales person, Marshall Picard, also drove the car through the tollways without notice leaving a toll bill in my name. Promises to detail, buff out, and remove paint marks and scratches were made by Marshall Picard and the finance manager, Jeffrey Dean. My frustration and disappointment with the lack of assistance and response I have encountered has been overwhelming. I have made multiple attempts to seek help regarding ongoing issues with the vehicle I purchased from the dealership. Despite my repeated efforts, I have not received any satisfactory assistance or even a response to my submitted email and phone contact with the General Manager, Ed Hicks. The lack of response at all levels has been incredibly disrespectful and not aligned with what I should expect as one of your newest customers. I expected a commitment of service and professionalism from your dealership and unfortunately, my initial experiences have fallen far short of these expectations. More

by Disappointed Customer Verified Customer Verified Customer

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